Team Leader-Operations

As a Chat Servicing Team Leader at American Express, you will be responsible for leading a team of chat agents to deliver exceptional customer service and support. The ideal candidate will have strong leadership skills, a customer-centric mindset, and a proven track record of driving performance and achieving key metrics. This role requires the ability to motivate and develop team members, ensure high-quality service delivery, and contribute to the overall success of the customer service department.

Key Responsibilities:

• Lead and motivate a team of agents to achieve performance targets and deliver excellent customer service.
  
• Provide regular coaching, mentoring, and feedback to team members to enhance their skills and performance.
  
• Foster a positive and collaborative team culture, promoting a high level of engagement and morale.
  
• Monitor and analyze team performance metrics, ensuring adherence to quality standards and key performance indicators (KPIs).
  
• Implement strategies to improve team performance and achieve service level agreements (SLAs).
  
• Conduct regular performance reviews and set clear performance expectations for team members.
  
• Ensure that the team consistently meets or exceeds customer satisfaction goals.
  
• Identify trends and areas for improvement based on customer feedback and take proactive measures to enhance the customer experience.
  
• Collaborate with relevant stakeholders to identify opportunities for process improvements and efficiency gains.
  
• Facilitate clear and effective communication within the team and with other departments, when required.
  
• Serve as a point of contact between the chat servicing team and management, providing regular updates on team performance and challenges.
  
• Ensure team members adhere to company policies, procedures, and regulatory requirements.
  
• Identify and mitigate potential risks related to customer interactions and data security
  
• A team player with a clear understanding of company's code of conduct
  

Qualifications:

• Should possess excellent communication skills. Candidate with Credit Card Servicing knowledge is preferred with strong understanding of American Express policies & procedures.
  
• Excellent leadership skills accompanied by quick comprehension & clear articulation. Demonstrated Ability to Work Effectively Within A Team Environment Quick Navigation Ability, Web Savvy, Basic Troubleshooting Knowledge
  
• In-depth knowledge of performance metrics
  
• Good PC skills
  
• Organizational, decision-making and time-management skills
  
• The incumbent should have a performance rating of G3/L3 or better in the last annual PMP review.
  
• The incumbent should not be on any type of counseling at the time of applying.
  
• The incumbent should be tenured for a minimum of 12 months at Band 28 and 18 months at Band 30 in the current role as on the date of application timeline.
  

• Competitive base salaries 
• Bonus incentives 
• Support for financial-well-being and retirement 
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location) 
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
• Generous paid parental leave policies (depending on your location) 
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location) 
• Free and confidential counseling support through our Healthy Minds program 
• Career development and training opportunities